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A reloadable card and app with real-time insights into your spending. Restore Balance.

User Success Agent - Evenings & Weekends

$40k – $45k • 0.01% – 0.1%
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About the Role:

We're building KOHO for the benefit of all Canadians, and we're looking for a motivated and organized User Success Agent to join our growing, and pretty awesome, team! This role is all about walking the tightrope between time management, prioritization, empathy, and havin' a good time.

Do you live for feedback? Are you curious about how to make the financial system easier to understand? Are you tired of listening to robots on the other end of a service call? We feel you.


Key Responsibilities:

• Supporting our users during late afternoon, evenings and weekends
• You will be one of the main points of contact for KOHO users, responding to
issues and feedback
• You will monitor and respond to users’ inquiries via in-app chat, email, and
telephone
• You will monitor the funds loading process (follow the money!)
• You will contribute to regular brainstorm sessions on how KOHO can
make our users’ experience even better
• You’ll report any bugs or crashes to our tech team and communicate
to the user on our progress
• You’ll encourage users to provide any feature requests on our public Trello
board
• Lastly, you’ll champion KOHO’s vision to help Canadians restore financial
balance

Requirements:

• A belief in “1+1=3” the idea that collaboration, connection, and open
communication always lead to a better outcome
• A desire to innovate and explore new ways of doing things through creativity
and open-mindedness
• Clear, honest, and transparent communicator who would rather overshare
the truth than obscure it
• A drive to always be learning and growing while passionately striving for
results
• A self-starter able to learn new tools quickly and work in a fast evolving
environment
• Positive attitude :) That's always nice
• Prior experience in customer service, user success, and/or client services
(minimum 1 year)
• Experience with customer messaging platforms such as Intercom, Zendesk,
UserVoice, etc. and/or experience in responding to customer inquiries via e-
mail and phone
• Hard-working, detail-oriented, and efficient in managing multiple
conversations with various users
• Excellent written and verbal communications skills
• Comfortable working outside of the traditional 9-5 work schedule to offer
exceptional support to all our users
• Post-secondary degree or equivalent professional experience.

Joining the (lovely!) KOHO Team:

We invest time and resources into making sure KOHO is as good as the people we hire. Our culture is one of collaboration, creativity, and diverse perspective.

Just some of the reasons to apply:

• Solve an important problem with an exceptional team
• Earn equity in a company you believe in
• Growth-minded company, including access to a personal coach
• Full health and dental coverage
• Dog friendly office!
• Snacks, beer, and weekly team lunches
• Unlimited personal time to give you the flexibility you need!


The Fine Print:

We are an equal opportunity employer and value diversity and uniqueness at our company.

KOHO is trusted with highly sensitive information. Upon joining the team, you may be asked to undergo security screening including a criminal record check.

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